Customer Experience Supervisor

1 month ago

Coppell, Texas, United States Vivid Seats Full time

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2024, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.


As a Team Lead of Customer Experience Nights and Weekends, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. You'll lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction and utilize data to make operational improvements to provide an exceptional experience for our sellers. As a Team Lead, you will oversee day-to-day operations, which is responsible for monitoring open orders, intervening as necessary to correct problems, provide support and decisioning for the team, ensuring KPI's are met, work closely with the Broker Relationship Management team and coach, develop and provide reviews to your associates. You will have the opportunity to build customer and client relationships, working closely with all levels of the organization. This is a unique opportunity to have a positive impact in a high growth business.

Schedule for this position:

  • 3:00pm-12:00am with Sunday/Monday off.
  • Hybrid model: 3 days in the office and 2 days remote.

How your role contributes to the success of Vivid Seats:

  • Monitor day to day team operations including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers.
  • Monitor and manage strategy to meet SLA's for Inbound phone, chat and queue work.
  • Handle escalated broker and customer issues
  • Provide real-time support to Order Fulfillment agents, Off shore (BPO) partners, internal departments and sellers.
  • Facilitate agent development through Bi-annual reviews, new agent training, frequent coaching feedback in real time and audit agent order handling and provide feedback in 1x1 meetings.
  • Communicate high level issues and fulfillment trends to upper management.
  • Audit agent order handling.
  • Interview and hire agents.
  • Prepare and facilitate corrective action when needed.
  • Approve and audit bi-weekly payroll.
  • Manage multiple tasks and projects simultaneously.

How your role expectations will progress as a Team Lead- Customer Experience in the first 30, 90, and 180 days:

Team Lead- Customer Experience (30 days in)

  • Complete new hire orientation, gaining the resources you need to be successful.
  • Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
  • Become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting.
  • Begin having 1-1 meetings with direct reports focusing on coaching and rapport

Team Lead- Customer Experience (90 days in)

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives. Gain ability to recognize order issues and trends while monitoring agent's day to day activity.
  • Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPI's more effectively.

Team Lead- Customer Experience (180 days in)

  • Apply methods to execute individual tasks that positively impact the team.
  • Play an active role in continued learnings to advance skill sets necessary for team goals.
  • Complete Tri-Annual reviews for direct reports in support of your Sr. Manager.
  • Independently resolve escalated customer issues to provide positive ticket buying experience.

What You'll Bring as an Team Lead- Customer Experience:

  • Excellent knowledge of the ticket fulfillment process.
  • Strong problem solving and independent decision-making skills.
  • Ability to manage multiple tasks and projects simultaneously.
  • Proactive in identifying potential order problems and finding resolutions.
  • Track record of performance and reliability.

#LI-BW1


Our Commitment:
We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.

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